Support
Greetings!
We encourage all members to communicate with each other when issues arise. The first step is to contact the other party through the Resolution Portal and attempt to resolve the problem.
The Resolution Portal is an online platform designed for addressing and resolving disputes, issues, or conflicts in a structured and organized manner. It serves as a tool that facilitates communication, documentation, and collaboration between involved parties to find a resolution or solution to their problem. The portal includes features such as messaging, image sharing, progress tracking, and recording agreements or outcomes.
Resolution Portal
If something didn't work out as planned, Service Universe is here for you. Whether for completed or ongoing jobs, customers and providers have access to the Resolution Portal directly from the Account menu.
Navigate to 'MY DISPUTES' to see all open and recently closed cases.
New dispute
Reasons and jobs
In this step, providers can select the reason for their concerns from the drop-down list. Click on 'Continue' to choose from ongoing or completed requests, and then select the job you'd like to open a dispute case for.
Other options
When the concerns are not related to a particular service request, providers can address the Customer Service team via email.
Customer disputes
Customer disputes refer to situations where a customer raises concerns or disagreements regarding a service they have received. These disputes can arise due to various reasons, such as service quality, billing or pricing, delays, etc. Navigate to 'MY DISPUTES' to see all open and recently closed cases.
Start dispute
Message
Please include all relevant details in your message to the respondent. There is no need to address the Customer Service team directly, as the content of the dispute messages will be available to them if required.
Attachments
Please include any relevant photo and document images to supplement the claim.
Proceed
Please make sure to provide as many details as possible. If you are uncertain, you can submit the dispute at another time. Otherwise, click on 'Start Dispute' to proceed. We will notify the respondent of the new dispute case and include your message.
Manage disputes
After opening a dispute, you will have access to the following actions. The same options apply when customers raise disputes for the requests assigned to you.
Send message
'Send Message' is the best way to negotiate with the respondent. Please include all relevant details in your message.
Pro-tip: Stay calm, composed, and professional throughout the negotiation process. Avoid becoming defensive or confrontational and focus on problem-solving.
Note: Messages are also necessary for the following actions.
Send refund
Providers may opt to offer refunds as a means of resolving issues raised by customers. Refunds are often considered an effective and expedient way to resolve many disputes.
Close dispute
When parties reach an agreement in the dispute or circumstances change, the provider may choose to close the dispute. This option is available for issues raised by providers.
Escalate
If parties are unable to come to an agreement after a week or so, either party can request assistance from the Customer Service team by escalating the case.
Attachments
Providers can also attach image files and review the message and attachment logs.
Notifications
Service Universe providers are informed of all changes and updates to their active dispute cases. Parties will receive email notifications from the platform for every update. Please keep an eye on your mailbox.
Learn more about messaging in Notifications & Chat.
